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Austin Community College is a public two-year institution that serves a multicultural population of approximately 41,000 credit students each Fall and Spring semester. We embrace our identity as a community college, as reflected in our mission statement. We promote student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training, including appropriate applied baccalaureate degrees, in our service area.

As a community college committed to our mission, we seek to recruit and retain a workforce that:

• Values intellectual curiosity and innovative teaching

• Is attracted by the college's mission to promote equitable access to educational opportunities

• Cares about student success and collaborates on strategies to facilitate success for populations including; first generation college students, low-income students, and students from underserved communities.

• Focused on student academic achievement and postgraduate outcomes

• Welcomes difference and models respectful interaction with others

• Engages with the community both within and outside of ACC

Job Posting Title:

Assistant II - TLED Computer Centers (Hourly)

Job Description Summary:

To interact with current students in an open computer lab environment by responding to inquiries and technical support questions. Additionally, employees will facilitate the checkout of available technology to students and may lead (or assist with) training sessions for common ACC software and technologies. Employees will serve as stewards to the college to help ensure success for all students.

Job Description:

PLEASE SEE BELOW FOR SHIFT HOURS AND LOCATION

Hays (1 opening) Monday through Thursday, 12:30pm - 5:00pm

Description of Duties and Tasks

• Assists students, faculty, and staff with technical issues in the Computer Center (students), or other designated student technical support areas on campus.

• Promptly answers technical questions for students (including, but not limited to ACCMail, Blackboard, etc) and refers non-technical questions to the appropriate departments.

• Appropriately identifies and coordinates second level requests when special access is required to resolve customer inquiries.

• Adheres to Family Educational Right to Privacy Act (FERPA) and other federal and state regulations regarding privacy.

• Provides feedback on frequent support requests for training opportunities.

• Communicates and coordinates with internal departments.

• Will be responsible for checking out technology to students (computer center) or faculty and staff (media center) including but not limited to: iPads, calculators, webcams, etc.

• Enters data, maintains files, records, logs, through use of tracking systems.

• May serve as a technical resource for computer hardware and software.
  

Knowledge

• Customer service principles and practices.

• Technical support practices, standards, and protocols in regard supporting students, faculty, and staff, both in-person and virtually.

• Computer applications including (but not limited to) Windows, Mac, Internet browsers, smart phones, tablets, and multimedia equipment.

Skills

• Maintaining an established work schedule.

• Effectively using listening skills.

• Drafting effective written communications.

• Multitasking using phone, chat, and email concurrently and dealing with high volume of student requests and interruptions.

• Showing initiative and being able to quickly adapt to changes.

• Effectively using interpersonal and communications skills including tact and diplomacy.

• Effectively using organizational and planning skills with attention to detail and follow-through.

• Establishing and maintaining effective collegewide working relationships.

• Maintaining confidentiality of work-related information and materials.
  

Technology Skills

• Demonstrated proficiency using standard office software applications.

• Use a multi-line hard and/or soft phone.

• Keyboarding skills with emphasis on speed and accuracy.

• Able to navigate multiple operating systems and brows and able to cross reference across multiple databases and resource materials.

Other Preferred Technology Skills

• Working knowledge of Google Mail

• Working knowledge of Blackboard

• Working knowledge of Microsoft Office and Google Docs

• Working knowledge of tablets (iPads/Android)

• Working knowledge of Microsoft Windows

• Working knowledge of Apple MacOS, iOS and iPadOS

• Bilingual in English/Spanish

• Working knowledge of any or all of the following college oriented areas: Admissions, Financial Aid, Cashier, Distance Learning, Registration, Adult Education, and Continuing Education, Early College Start, and Student Resources.

• Experience with audio-visual technology and multimedia systems
  

Required Work Experience

• Previous customer service experience.

Required Education

• High School Diploma.

Preferred Education

• Associate degree or higher.

Physical Requirements

• Work is routinely performed in a standard office or similar environment.

• Subject to standing, walking, sitting, bending, reaching, kneeling, pushing, and pulling.

• Occasional lifting of objects up to 10 pounds.

Safety

• Work safely and follow safety rules. Report unsafe working conditions and behavior. Take reasonable and prudent actions to prevent others from engaging in unsafe practices.

Hours

Please see hours and locations at the top of this job description.

Pay Rate

$24.10/hour

Number of Openings:

1

Job Posting Close Date:

October 1, 2024

Clery Act

As required by the US Department of Education, employees are required to report violations under Title IX and, under the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act), select individuals are required to report crimes. If this position is identified as a Campus Security Authority (Clery Act), you will be notified, trained, and provided resources for reporting.

Disclaimer

The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. ACC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by ACC at its discretion to enable individuals with disabilities to perform essential functions of the job.